Customer Feedback

Thank you for your valued feedback.  We didn't get it right on your order :-( .....  for which we apologise.  It is our expectation that we achieve 100% excellent customer service and with that comes customer satisfaction (and a longer term relationship with our company).  I am very happy you were pleased overall and felt we did our best to correct the situation... however, I think the 5 star rating you gave us was a bit generous!!

Thank you Christine for your feedback which we greatly value and welcome the opportunity to comment. Delivery to The Scottish Highlands is expensive.  Fireparts are charged £22.00 (Including Vat) for the same and we then subsidise this charge to reduce it further to our valued Highland Customers.  We are always looking for ways to lower the Highlands courier charges and after receiving your feedback, its has reaffirmed we should focus on this.  In the meantime, should you have any neighbours or friends in your area that also require parts, we would happily send all in one parcel to help you split the courier charge.... Thank you again for your valued feedback.

Thank you Paul, we missed the ladder rope from your order and we do apologise.  We did of course speak and corrected the situation and understand you were happy in the end :-)

Thank you for taking time to feedback, we have since spoken and confirmed you have now received all the requested parts safely.  We have to put our hands up here, the delay was not only to do with our courier, but also mis-communication between our front customer office and stores. There were a few errors made which compounded the poor service you received on this occasion - for which we are extremely sorry.  We have held an open discussion with all those involved in the ordering & dispatch process to prevent such issues happening again, Covid and running on shorter staff levels also has not helped us.  We felt you were inconvenienced so much that we refunded your full order value as a gesture of goodwill, something we seldomly have to do.  Thank you again and please do come back again and give us a chance to get it right :-)

Thank you, we have of course received confirmation from you that the correct seals have been delivered to you safely.  Please accept my apologies, the error was a packing error, the actual seals were out of stock and the operator mistakenly inserted the incorrect ones.  Feedback has been given to the warehouse staff concerned.  Thank you again for your valuable feedback and patience whilst we corrected the situation.

Thank you, we have since spoken and you have received the replacement brick safely.  Baxi bricks sets weigh a hefty 30kg and are couriered in the manufactures own tailored boxed packaging with polystyrene protection, this is deemed the most safest way to transport them via courier (all the bricks sandwiched together makes them stonger as a complete parcel).  We supply these bricks sets all over the UK (even to remote Scottish Highland islands) & breakages in transit generally are very small given the quantity sold, should a breakage occur however, we will replace promptly (always ensure to take a photo of any broken parts in the box along with the outside of the box).  This helps with the couriers feedback and for us to prove they mishandled the item; we have reported your incident to them. Thank you so much for your business and feedback.